Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On november 20, 2024, I traveled 45mins and rescheduled my work to get to my dental appointment. I arrived on time but my appointment was cx because I did not confirm within 24hrs. I was told this policy has been in effect for a yr. There is a sign on door I noticed today. They said they tried calling and texting. I did get a text. But I work out of town and was not able to reply 24hrs prior to appointment. There is no mention of this policy on the texts I received for confirmation. There is no text stating my appointment was cancelled or information about the policy i could find on the website. Also, I have been a patient for a few years and upon checkout this is not verbally relayed, at least not to me. I want There to either be a change in this zero tolerance policy or increased vigilance in the communication of it through text, phone, verbal face to face, mail, and website where it is visible to the general public.

  Business response

  11/21/2024

  Our practice has a firm 24 hour confirmation policy.  The confirmation policy has been in place for over one year.  The policy is posted visibly in several places within the office and is communicated regularly during attempts to contact patients for confirmation. Our office utilizes many forms of communication to attempt to confirm with each patient and patients have multiple options of responding to our confirmation attempts. We believe that an amicable solution was met with ******* to successfully confirm his future appointments.  

  Customer response

  11/22/2024

  Complaint: 22582437
  
  I have reviewed the business' response and am rejecting it because although there is signage on a door to the office there is no posting on the website that is easily accessible that I noticed and text messages do not reiterate this policy.  Where i work i cannot receive calls as i am out of town. The last text i got for this particular appintment that they unilaterally canceled i replied yes, although  past the 24 hr time frame, however; the text received back said thank you for confirming the appointment and did not state my appointment had been canceled.  See attachments.  This obviously needs to be fixed. There has never been a live person tell me this policy at checkout at previous appointments when making a new future appointment.  This could be easily rectified by making your policy very accessible on all forms of communication and media.  Although I find these types of policies unempathetic I only ask that the business advertise what they claim to practice and make sure that the  disclosure of this policy is widespread across all their platforms especially since it is only a year old and many patients may not have been aware of its existence.  Like myself.  
  
  Sincerely,
  
  ******* *****

  Business response

  11/27/2024

  Thank you for your recommendations. We will review them with our team. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with my dentist, I do not have a contract with wake field associates, they did not provide me with the original contract as requested

  Business response

  05/10/2024

  Services were provided February 2023.  Several attempts were made over a 90-day period to collect on the balance due for services provided.  The outstanding balance was not paid and, ultimately, turned over to Wakefield and Associates for collection. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I went to my dentist is January of 2023 for an exam and to have my dentures relined, because they were in network with my insurance company, I had the reline done, however it was terrible my dentures didn’t feel like my dentures and were so painful,also weren’t fitting properly, so went in for several adjustments, the last time I went for this particular adjustment the Denist said the reason they were bothering me because I had a bone exposed so he took care of it, so I thought, however I returned a week after the bone removal and told ****** the dentures still didn’t fit right and were causing extreme pain. I told ****** let’s try this again with another reline because of the pain and fit was so bad. I got the second reline, however again the denture didn’t fit properly the pain was so much, I went in on may 8th for an adjustment, the dentist file the acrylic on the inside of the denture ruining it also butcher the bottom denture to point the didn’t even fit in my mouth properly , I had to go a denture dentist to find out my denture was ruined and permanently damaged, which caused me to have to purchase a new set of dentures which cost me 2170.00. Not only did my insurance pay them for both reline, the additional cost of a new set of denture. This isn’t fair costly mistake for not taking the time to actually look for n my mouth and see where the need to adjust. I have pictures of the urine denture.

  Business response

  05/30/2023

  Patient presented to our office with complant about dentures fabricated by another provider.  Our office attempted to rectify patient's complaints with the dentures.  Patient was seen multiple  times by our provider for adjustments to relieve discomfort.  An alveoloplasty was performed to reduce pain caused by bone, and a permanent reline was placed to improve fit of denture.  After multiple adjustments to denture, patient requested an additional lab reline.  This time, the patient requested a soft reline.  Soft reline was placed.  Patient called our office multiple times after the soft reline was placed to let us know she may need adjustments.  Appointments were not made initially.  After a few phone conversations, patient did present to the office.  Denture was adjusted at this visit.  Our office was unaware that patient was still experiencing difficulty with her denture following the most recent adjustment.  

  It is unfortunate that our office was not able to rectify patient's complaint.  Our provider does not feel the denture is damaged but can be further adjusted or relined by another provider.  Denture does not require replacement.

   

  Customer response

  05/30/2023

  Complaint: ********
  
  I am rejecting this response because:I had the second reline done after the bone was removed, because the denture were still causing pain, they said they were doing a soft reline because of the pain, however NEVER had pain prior to them reline my dentures twice, I tried several times to make appointment with ****** after the second reline and couldn’t get in til my last appointment when the dentist himself took the dentures, without looking in my mouth to find where I was having problems and as you can see chopped them up, I decided to go to a denturist and, I was told what ever they did to the dentures they caused the top denture to be pushed forward and they actually acrylic was damaged by my dentist from grinding on them, the bottom denture flanges were completely cut off to the point you could cut you tongue, they were paid twice for the relines,the last appointment I had was made clear to me that they had had enough, by doing this to the dentures. They are responsible for damage and should be responsible for the additional cost I incurred to fix there mistake by having to have the dentures replaced , just because they didn’t make the dentures doesn’t mean not to take care, I express pain Every time I came in. I deserve to be compensated.

  
  
  
  Sincerely,
  
  ****** *********

  Customer response

  05/30/2023

  I initially went to this dentist because they were in network with my insurance, when I called to make the appointment I asked if they had a in house lab and was told they did, which was not the case, they new my dentures were from someone where else and said they could do the reline, I didn’t have a complaint about the dentures accept they needed to be reline, after the first reline the pain was so great, the dentist said I had a bone exposed and removed it, even after that the pain was was not tolerable , so I went back several timesand said maybe the best thing to do is reline them again and was suggested a soft reline after waiting another 4 days for my dentures back, I was told to give it bit, I called and talked to ****** and she said what I was experiencing was normal, I waited and called serval time to get in but I couldn’t get in til may 8th. Where I explain I was stil was having problems the person who helped me first had no clue said I needed to speak to the dentist, the dentist came over, I explained there was so much denture in my mouth,  he took the denture and chopped it up, I wound up walking out after that., they showed total disregard to my issue causing me to have to pay out of pocket 2140.00. They definitely did not fix the issues they caused more. 

   

  Business response

  05/31/2023

   

  Patient satisfaction and comfort are our top priority.  We have actively worked to resolve your concerns and discomfort.

  Dr ****** has made adjustments and placed relines to help correct the fit and comfort of the dentures that were made by another provider.  

  When Dr ****** last saw the dentures they were still in quality condition and could be adjusted further or relined by another provider if needed.

  We apologize that you were unsatisfied with our services.

   

   

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  Dr ****** is the one who butchered the dentures the last time I was there, the dentures acrylic was damaged on the top denture from him grinding it, the picture I submitted shows exactly how bad the dentures were damaged,  regardless where the dentures were from they agreed to reline them, the constant pain from both relines is in my unacceptable, the fact the dentist chose to butcher the dentures with out making sure the dentures were fit properly, causing me to have to have to pay for a replacement set, I need to be compensated for the damage caused. There is no repair that can be done. The fact that they were paid for both reline and the. Chose to be careless is not my fault. I would like to be compensated for my extra expenses of 2140.00 to replace the damaged dentures.
  
  
  Sincerely,
  ****** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩